Protectly FAQ

A Shopify app that lets you sell order protection under your own brand. You set the fee, the coverage, and the claim rules; Protectly supplies the branded cart and checkout extensions, the policy documents, the claims portal, and the reporting. Every shopper-facing surface carries your name, not ours.

Lost, stolen, and damaged deliveries land on your support team either way. Protection turns that cost center into a revenue line: shoppers who opt in fund the replacements, and the ones who don’t still get a policy you defined in advance instead of a case-by-case judgment call.

Revenue-share providers keep a percentage of every protection fee, typically 70 to 85 percent. Protectly charges a flat monthly fee. You keep 100% of every fee your customers pay.

You do, from the protection revenue you collected. That is the trade: because Protectly takes no cut of the fees, the claims are yours to fund and yours to decide. You control the exposure through the coverage limit, claim window, and covered scenarios you set.

No. Protectly is the platform. You set your own policy and fee. Your existing logistics setup is untouched.

No. Month-to-month, cancel anytime. We earn your business each month or we don’t.

Never on customer-facing surfaces. The cart and checkout extensions, emails, and claims portal carry your brand only.

About five minutes. Install from the Shopify App Store, choose where protection appears, set your fee and coverage, and publish.

Both, and you decide. The cart extension runs on any Shopify plan. The checkout extension uses Checkout Extensibility, which is Shopify Plus. Plenty of brands start cart-only and add checkout later.

Yes. Protectly detects Rebuy Smart Cart and appears inside its cart drawer automatically, with no code, theme edits, or Rebuy settings to change. When a shopper checks out from the Rebuy cart, including with Shop Pay, their protection choice is applied first, and Rebuy’s own features like a terms checkbox or pre-purchase upsell still run. If anything unexpected happens, the shopper still reaches checkout.

Yes. Connect Klaviyo from the Integrations page in the Protectly app and approve access. A sample of every event is sent to your own address right away, so each flow trigger exists before a real customer reaches it. Seven metrics appear in your Klaviyo account: Shipping Protection Purchased, Protection Claim Filed, Protection Claim In Review, Protection Claim Awaiting Review, Protection Claim Approved, Protection Claim Denied, and Protection Claim Payout Failed. Use them for customer emails, such as a branded “you’re protected” flow or a claim-status series, and for internal alerts to your team, such as a claim still waiting on a decision past your review threshold or a refund Shopify refused. Connecting doesn’t turn our emails off; that’s a separate toggle per email, so you can build your flows first and switch ours off when you’re ready. If Klaviyo is disconnected, paused, or failing, our emails switch back on automatically. The purchase event carries the claim link, so your emails can still tell shoppers how to file. Protectly only sends events to Klaviyo; it never reads your lists or profiles.

All of it. Colors, icon, headline and body copy, placement, and whether protection is pre-selected or a plain opt-in. Your protection offer can also inherit your storefront theme’s colors and font instead of using a fixed palette.

Protectly drafts them from your configuration. Pick your covered scenarios, coverage limit, and claim window, and your terms of service, a customer-facing FAQ, and internal SOPs generate as you go. All of it is yours to edit before you publish.

On your domain, styled as part of your storefront. Most brands link it from the footer, the help or returns page, and the shipping confirmation email. It is included on every plan.

They land in your branded claims portal, where your team reviews and resolves them. Protectly handles the infrastructure and the customer relationship stays with you.

Lost, stolen, damaged, delayed, and wrong-item deliveries. Each one is a switch. Turn on the scenarios you’re willing to stand behind and leave the rest off. Your policy documents update to match whatever you pick.

Yes. Both are yours: a per-order coverage cap, and a claim window anywhere from 7 to 90 days after delivery. They’re the main levers on how much exposure you take on.

That’s your call, not ours. Coverage follows the policy you write, so if cross-border shipments carry risk you’d rather not underwrite, exclude them in your terms and your documents will say so.

Through a branded portal in your colors on your domain: find the order, pick the issue, upload photos, choose a resolution. They never leave your brand, and Protectly is never named.

You choose the outcome: send a replacement, issue a refund, or offer store credit. A resolved claim can put the customer back in your funnel instead of ending in a chargeback.

Yes. Connect Gorgias from the Integrations page in the Protectly app: type your Gorgias account name, approve access, and you’re done. No API keys or webhook setup. Every ticket then gets a Protectly card in the sidebar showing that customer’s protected orders: coverage amount, delivery status, what they paid for each item, and how much of the claim window is left. Agents can file a claim, approve it as a refund, reorder, or store credit, or deny it with a reason, all without leaving the conversation, and every decision records which agent made it. The card finds orders by the customer’s email only; it doesn’t read the ticket’s messages. It’s a tool for your team, so shoppers never see it.

As fast as your team works them. There’s no third-party adjuster in the loop and no queue outside your control, so a same-day resolution is entirely possible when you want one.

Your team makes every call. The shopper claim portal and the merchant claims management app are included on every plan; Scale adds AI-assisted resolution for teams running high claim volume.

Your policy, mostly. The claim window, per-order coverage cap, and covered-scenario list bound what can be claimed, and every claim arrives with its order history attached so repeat filers are visible rather than buried in an inbox.

Growth is the whole product: protection in cart and checkout, the branding and policy editors, branded customer emails, the analytics dashboard, the shopper claim filing portal, the merchant claims management app, and the Gorgias, Klaviyo, and Rebuy integrations. It starts at $99 a month for 1,000 orders and scales to 100,000. Scale is for high-volume teams who want AI-assisted claims resolution, dedicated onboarding, and SLA-backed support on top. It is waitlist-only right now.

Sliding-scale by monthly order volume. You pick your plan and the order volume you expect, and that sets your flat monthly price.

That’s yours to set: a flat fee per order, a percentage of cart value, or a hybrid that switches between the two above a cart threshold you choose. You also set the coverage limit and claim window. Protectly takes none of it.

Your service continues uninterrupted at the same rate as your plan volume. Increase plan volume or upgrade your tier for cheaper rates.

Yes. Upgrade or downgrade at any time from your Shopify admin. No renegotiation, no penalty, and no call with a rep.

Through Shopify, on your regular Shopify invoice, monthly. There’s no annual option by design: every plan meters overage, and Shopify doesn’t allow usage billing on annual subscriptions.

Growth starts with a 14-day free trial. Scale is waitlist-only right now, so there’s nothing to start on it yet.

No. The flat monthly fee is the whole cost of the platform. Claims are resolved against your own policy, so what you spend on a claim is your decision, not a line item from us.

Run it. The calculator on the pricing page takes your order count, opt-in rate, and protection fee and shows what you keep under a flat fee versus a typical 70% to 85% revenue share.